Q: Export iPhone Contacts to Outlook

We have a user that is having trouble getting their contacts to sync properly from the iPhone to Outlook. I referred to this article for support: Export contacts from iphone to Outlook and followed the steps, but the contacts are not syncing properly.

This is what is happening:

If we make an Outlook contact, it appears on the Phone.

If we make a phone contact, it does not appear in Outlook.

Are we missing something somewhere? I really don't understand why it's going one way but not the other.

I am not interested in downloading any software to help with this except for iTunes, which we already have.